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HD0-100 Exam Dumps : Help Desk Analyst (HDA)

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Help Desk Analyst (HDA) Questions and Answers

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Question 1

A customer calls you in a frantic state. The customer has a big presentation in an hour and cannot get the presentation to print. You ask questions about the problem, but the customer keeps talking about what will happen to her if she does not have the presentation ready. Which two actions should you take to get the customer's attention? (Choose two.)

Options:

A.

Raise your voice when asking questions

B.

Empathise with the customer

C.

Regularly use the customer's first name

D.

Tell the customer to "snap out of it"

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Question 2

A customer satisfaction survey is important because it obtains information about _____.

Options:

A.

The customer base

B.

Individual analyst performance

C.

Management performance

D.

Customer service performance

Question 3

What is the number one goal of support services?

Options:

A.

To give technical support to anyone who calls

B.

To resolve all calls requiring technical support

C.

To keep the customer performing at the highest level possible

D.

To obtain information for any questions that are asked

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